Eventbrite’s customer base is growing and evolving, and we need our help experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each.
THE TEAM
The Service Design team is obsessive about helping our customers achieve their live experience outcomes. We’re focused on improving Eventbrite’s support strategy, methodology, and approach through content and AI — creating scalable customer service experiences worldwide. This role requires a keen understanding of the integrated functions within support and product organizations, as well as the ability to collaborate successfully in cross-functional teams.
THE ROLE
We’re looking for a leader to own and deliver Eventbrite’s customer support strategy. As the key player in one of our most important customer touch points, you’ll be helping steer the customer experience at Eventbrite. We’re looking for an innovator with a keen eye for process improvement and the ability to use data to drive decisions. You’ll lead a team responsible for the design and implementation of the customers’ journey to the help they need across our help center, contact us flow and help channels and directly own customer resolution through the content and automations. You’ll lead cross-functional initiatives with stakeholders to coordinate and build solutions to meet the needs of our customers. You’ll innovate to deliver a customer experience that leverages technology, content and people that ultimately differentiates the value Eventbrite provides and truly drives the success of our customers.
THE SKILLSET
- A proven executor: Knows what great looks like in relation to product management. Has experience developing scalable support solutions.
- A strategic thinker to design the future: Proven ability to develop and lead execution of successful self-service experiences aimed at decreasing customer effort. Experience with CX Strategic thinking and experience design principles. You have the ability to clearly understand and envision the full end-to-end customer experience. This includes development and design of customer experience strategies, journeys and workflow mapping, and analyzing data specific to VOC and VOE.
- An expert in customer journey design: Passionate about providing customers an effortless experience at every touchpoint. Experience with UX design thinking – understands the principles of good user experience and can apply those to product flows across web, mobile and apps.
- Process and data driven: Knowledge of process improvement methodologies such as six sigma. Passionate about taking a data-driven approach to eliminating defects or decreasing waste. Able to distill complex analyses and present a compelling vision for change
- A proven people leader: Build, lead and develop a team of experts with the skillsets needed to deliver your strategy, iterate and improve it
- Globally minded and comfortable with huge scale: Experience working within a globally distributed organization and large scale SMB + consumer customer base with translated & localized content
- Strong stakeholder management and influencing skills to ensure a cohesive customer journey: Establish cross-functional team effort to deliver goals ranging from content optimization to inventing new communication channels. Track record of managing large, global, and cross-functional initiatives
- Extensive knowledge of systems and tools to create the right technical infrastructure: Deep experience with enterprise CMS platforms.
WHAT WE OFFER
We are committed to providing competitive, valuable and meaningful benefits for our Britelings.
We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong.
Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.
We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.
Eventbrite’s global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote/hybrid environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).
ABOUT EVENTBRITE
Eventbrite is a global self-service ticketing, marketing, and experience technology platform that serves a consumers and event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. With over 280 million tickets distributed for over 5 million total events in 2022, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.
Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.